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Find out more about SSE

SSE’s purpose is to responsibly provide the energy and related services needed now and in the future. It aims to be a leading provider of energy and related services in a low-carbon world. Its strategy is to create value for shareholders and society from developing, owning and operating energy and related infrastructure and services in a sustainable way. These are the four pillars of the SSE strategy. Delivery of this strategy is dependent on the shared talent, skills and values of people throughout SSE.

At a glance

Creating value for shareholders and society

SSE’s vision is to be a leading energy provider in a low-carbon world. To achieve this we have set four fundamental goals for 2030 which put sustainability at heart of SSE’s business strategy. These goals aren’t just important to SSE, they matter to everyone – that’s why they are directly linked to the United Nations Sustainable Development Goals.

Find out more about how we are building a better world of energy for the future in this section of the website.

At a glance

Investing in Communities

SSE is committed to supporting the communities in which we live and work. We understand we must contribute positively to this society by being an active contributor to the communities that we are part of.

This section of our website provides examples and case studies of how we serve the communities we operate in.

At a glance

Our strategy

SSE's strategy is to deliver the efficient operation of, and investment in, a balanced range of economically-regulated and market-based businesses in energy production, storage, transmission, distribution, supply and related services in the energy markets in Great Britain and Ireland.

SSE launches new mental health awareness training

SSE has teamed up with the Scottish Mental Health Research Network (SMHRN) at The University of Edinburgh to develop a bespoke mental health awareness training programme for its customer service staff.

Mental health conditions are common; around one in four people will experience a mental health problem each year. (according to the Mental Health Foundation).

SSE understands mental illness can affect anyone and its customer services team therefore need to be equipped to help those customers who might have different needs.

Before developing the training programme, The University of Edinburgh’s team of mental health research experts spent one year conducting in-depth research on behalf of SSE. This involved speaking with people that suffer from mental health conditions, including SSE customers, to understand what they need and want from their energy supplier.

During this period the researchers also spent time shadowing SSE’s customer service advisors and at dedicated staff forums to understand advisors’ roles and to discuss working examples and common issues. Following this, the researchers developed a custom-made training programme for specialised advisors working with vulnerable customers and a booklet for all customer service staff, detailing how to identify and best support vulnerable customers.

The programme SMHRN has developed aims to provide basic information on mental health conditions to aid employee awareness and understanding. It also offers SSE’s specialist teams the training and skills to help communicate more effectively with customers on an individual basis.

Tony Keeling, SSE’s Director of Customer Services and Digital Transformation, said: “By supporting our staff with the insights and training they need to help those with varying mental health needs we aim to ensure any customers’ interaction with SSE is one that is supportive to their individual requirements.“Everyone has mental health needs, whether or not they have a mental ill health diagnosis. Therefore as an essential service provider we felt that it was vital we equipped our staff with the training and skills to offer the best service to all of our customers.”

Dr Holly Redpath from the Scottish Mental Health Research Network (SMHRN) at The University of Edinburgh said:“We have been impressed to see how much SSE cares and what the company will do to ensure the necessary support is being offered to all of their customers, especially those who are most vulnerable.

“SSE employees have reported feeling more comfortable discussing mental health, and more confident in how they can help customer’s facing a range of mental health difficulties.

“Increasing awareness about mental health will not only benefit customers but will help employees recognise the importance of taking care of their own mental health.”

The training programme to support vulnerable customers builds on SSE’s commitment to attaining the British Standard for Inclusive Service Provision, the gold standard when it comes to providing a flexible service capable of recognising and catering for vulnerability in all its forms.

It also complements a ground-breaking partnership between SSE and dementia experts at Stirling University who launched a new book to help those living with the condition.

SSE and SMHRN will continue the work to ensure both the training and content adapts to the changing needs of its customers.

Related stories

It’s Living Wage Week, an annual celebration and call to arms for the Living Wage campaign. It also marks the announcement of the new 2018/19 Living Wage rate – £9 across the UK and £10.55 in London. Rachel McEwen, SSE’s Director of Sustainability, takes a look at the progress made by Living Wage Scotland over the past few years.

SSE has become a signatory to the United Nations Global Compact (UNGC), the world’s largest corporate sustainability initiative with over 9,800 business and non-business participants across more than 160 countries.